ADMINISTRATOR L3

Wipro; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading IT services company is seeking a skilled candidate to manage client requests related to software, hardware, and network based on strict SLA guidelines. The role requires 3-5 years of experience with a focus on 5G Networks NOC Management. Key responsibilities include timely resolution of service requests, coordination with clients and on-site teams, and ensuring adherence to quality standards for seamless operations. Exceptional client satisfaction and adherence to SLAs are crucial for success.

Qualifications

• 5 years of experience in managing NOC for 5G networks.
• Ability to analyze root causes of technological issues.

Responsibilities

• Manage and resolve service requests effectively.
• Ensure adherence to defined SLA timelines.
• Coordinate with on-site teams for complex issues.

Skills

5G Networks NOC Management

Job description

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction.

Responsibilities

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliverables

No Performance Parameter Measure 1: 100% adherence to SLA/ timelines. Multiple cases of red time. Zero customer escalation. Client appreciation emails.

Mandatory Skills

• 5G Networks NOC Management

Experience

3-5 Years